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36 True/False questions

  1. Four Generic Supply Chain Service Outputs Eliminate DiscrepanciesSpatial convenience
    Lot size
    Waiting time
    Product variety and assortment

          

  2. Lot sizeis the number of units to be purchased in each transaction

          

  3. Operational PerformanceA traditional strategy with a focus on creating successful individual transactions between the company and its customers

          

  4. Availabilitymeasures the magnitude or impact of stockouts over time

          

  5. The Model Identifies Gaps Managers Must Fill to Help Satisfy Their Customers-Delivered complete
    -Delivered on time
    -Delivered at the right location
    -Delivered in perfect condition
    -Delivered with complete and accurate documentation (e.g. packing list, invoiced at correct price)


    This requires the total order cycle performance to be executed with zero defects

          

  6. Micromarketing or One-to-One Marketing recognizesthat each individual customer may indeed have unique requirements
    For example, Wal*Mart and Target are both mass merchandisers - However, their requirements to interact logistically with suppliers differs significantly.

          

  7. Transactional MarketingA traditional strategy with a focus on creating successful individual transactions between the company and its customers

          

  8. The focal point of a business strategy must be the customers that it intends to serve1.) Knowledge
    2.) Standards
    3.) Performance
    4.) Communications
    5.) Perception
    6.) Satisfactions/quality

          

  9. Basic Elements of Customer ServiceLevel 1: Customer service
    Assess industry and competitor practices
    Achieve internal standards for performance cycles

    Level 2: Customer satisfaction
    Assess customer perceptions of satisfaction
    Manage performance cycle levels to keep customers satisfied

    Level 3:Customer success
    Assess customer requirements
    Extend supply chain to include our customer's customer
    Provide value-added services for select customers
    Manage performance cycles and levels to address needs of each customer segment in the extended supply chain

          

  10. Waiting time isthe amount of time the customer must wait between ordering and receiving products

          

  11. Achieving Customer Success Requires Knowledge of Individual Customer RequirementsUs -> Our customer -> Our customer's customer -> Us

          

  12. Customer Expectations Related to Logistical PerformanceReliability
    Responsiveness
    Access
    Communication
    Credibility
    Security
    Courtesy
    Competency
    Tangibles
    Knowing the customer

          

  13. One-to-one relationships canA new strategy with a focus on the development of long-term relations with key supply chain participants in an effort to develop and retain long-term preference and loyalty

          

  14. Product variety and assortment differs by-supply chain

    Supermarkets may have over 35,000 items on the shelves
    Warehouse stores generally stock 8,000 to 10,000 items with only one brand and size of an item
    Convenience stores may stock only a few hundred items

          

  15. Service ReliabilityAbility to Perform All Order-related Activities & Provide Critical Information
    -Service reliability involves a combination of logistics attributes beyond simply availability and operational performance.

    1.)Damage free measures how many shipments arrive without damaged products
    2.)Error-free invoices measures what percentage of invoices contain no errors
    3.)Shipment matches order measures how many shipments contain the exact amount of product ordered
    4.)Shipped to correct location measures how many shipments are made to the customer's selected location

    Plus a capability and willingness to provide customers with accurate information regarding operations and order status

          

  16. Three Levels of Customer AccommodationCustomer service
    Customer satisfaction
    Customer success

    Supply chains provide a mix of services, both generic and custom, in order to accommodate a range of customer requirements

          

  17. Increasing Customer ExpectationsLevel 1: Customer service
    Assess industry and competitor practices
    Achieve internal standards for performance cycles

    Level 2: Customer satisfaction
    Assess customer perceptions of satisfaction
    Manage performance cycle levels to keep customers satisfied

    Level 3:Customer success
    Assess customer requirements
    Extend supply chain to include our customer's customer
    Provide value-added services for select customers
    Manage performance cycles and levels to address needs of each customer segment in the extended supply chain

          

  18. Relationship marketingA traditional strategy with a focus on creating successful individual transactions between the company and its customers

          

  19. Developing a Customer Accommodation StrategyBasic principle of supply chain logistics is that customers should be segmented based on their service needs
    Supply chains must be adapted to serve those segments

    Companies need:
    1.)A framework for choosing the appropriate customer specific strategies
    2.)Programs for customer relationship management

          

  20. Expectancy disconfirmation states ifa customer's expectations of a supplier's performance are met or exceeded, the customer will be satisfied
    If Perceived Performance > = Expectations, then Satisfaction
    If Perceived Performance < Expectations, then Dissatisfaction

          

  21. Customer Success Requires a Comprehensive Supply Chain PerspectiveUs -> Our customer -> Our customer's customer -> Us

          

  22. Spatial convenience isthe amount of shopping time and effort will be required on the part of the customer

          

  23. Who is the Customer?is the number of units to be purchased in each transaction

          

  24. Overview of Customer Relationship ManagementCustomer-focused marketing
    Customer service
    Customer satisfaction
    Customer success
    Developing customer relationship management strategy

          

  25. 3 Levels of Customer FocusLevel 1: Customer service
    Assess industry and competitor practices
    Achieve internal standards for performance cycles

    Level 2: Customer satisfaction
    Assess customer perceptions of satisfaction
    Manage performance cycle levels to keep customers satisfied

    Level 3:Customer success
    Assess customer requirements
    Extend supply chain to include our customer's customer
    Provide value-added services for select customers
    Manage performance cycles and levels to address needs of each customer segment in the extended supply chain

          

  26. Many firms establish their basic service platforms using two factors:Competitor or industry acceptable practice
    -Minimum and average service performance levels have emerged in most industries

    The firm's overall marketing strategy
    -High service levels needed to compete on basis of logistics competency
    -Low service levels are more common when competing on the basis of price

    Zero-defect approach is not taken across the board for all customers

    Establish internal performance standards for each service component to reflect industry practice, cost, and resource requirements

          

  27. Basic Customer Service Provides Customers ...With the right amount
    Of the right product
    At the right time
    And the right place
    In the right condition
    At the right price
    With the right information

          

  28. Fill Ratemeasures the magnitude or impact of stockouts over time

          

  29. P (zero defects)the amount of time the customer must wait between ordering and receiving products

          

  30. The Perfect Order is an order that is:-Delivered complete
    -Delivered on time
    -Delivered at the right location
    -Delivered in perfect condition
    -Delivered with complete and accurate documentation (e.g. packing list, invoiced at correct price)


    This requires the total order cycle performance to be executed with zero defects

          

  31. Customer relationship management (CRM) isa process for improving the overall performance of a business by better understanding and anticipating the wants and needs of customers

    One CRM example - Procter & Gamble has employees who live and work in the city of its largest customer Wal*Mart

    Logistics has primary responsibility for many of the processes that drive value and customer success

          

  32. Discrepancies Must be Overcome to Enable Exchange of Goods and Services-Discrepancy in space refers to the fact that the location of production activities and location of consumption are seldom the same
    -Discrepancy in time refers to the difference in timing between production and consumption
    -Discrepancy in quantity and assortment refers to the mismatch between customer demand and manufacturing supply
    -Customers seek small quantities and wide assortment
    -Firms specialize in large quantities of a limited assortment

          

  33. Stockoutmeasures the magnitude or impact of stockouts over time

          

  34. Basic service platformOperational performance level
    Service reliability level
    Availability level

          

  35. Orders Shipped Completerequires shipping everything that a customer orders to count as a complete shipment

          

  36. Value-Added Servicesis the number of units to be purchased in each transaction